CCI Concierge and Events - ITA

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Overview

The Concierge owns the guest’s overall Group, Loyalty & Concierge Class experience, offering a seamless execution of premium service that is both exceptional and memorable. As part of the Guest Relations team, the Concierge acts as the liaison between the Guest, Groups/Wedding/Events/Charter corporate teams, Loyalty Corporate teams, and all Hotel and Marine Departments, proactively anticipating every guest’s needs and expectations.

Skills and Responsibilities

The Concierge must possess outstanding hospitality, communication, and organizational skills, along with effective decision-making abilities. Paying keen attention to detail, the Concierge is fully accountable for the quality of their groups’ and guests’ overall personalized experience. This individual will work within a team of Concierges who take full ownership and accountability for addressing concerns, questions, and queries to the highest standards. The Concierge provides a personalized guest service experience, where anticipation and fulfillment of guests’ needs and expectations are executed flawlessly and promptly.

Essential Duties and Responsibilities

1. Perform all duties in accordance with Celebrity Cruises WAYS standards, Standards of Excellence, Public Health guidelines, Key Performance Indicators, and environmental and safety policies.
2. Act as the primary contact, advocate, and representative for all guests, with particular focus on VIPs, Loyalty members, Groups, and Concierge Class guests, ensuring efficient and effective service delivery. Responsible for the seamless execution of all Group, Loyalty, and Concierge events, their organization, and stakeholder coordination.
3. Collaborate with all key stakeholders within the Loyalty, Group, and Concierge Class experience, establishing strong communication with departmental heads, port vendors, and service providers to deliver bespoke solutions for guest requests, preferences, and service recovery.
4. Respond to escalated guest concerns professionally, empathetically, and positively, demonstrating active listening and understanding.
5. Maintain the appearance and ambiance of the Concierge lounge, Loyalty Spaces, conference rooms, and materials, ensuring a clean, organized, fully stocked, and luxurious environment.
6. Maintain comprehensive knowledge of all brand features, ship-related information, revenue products, voyage/destination details, and guest preferences.
7. Coordinate guests’ special requests for personalized services, including transportation, reservations, activities, wine, spa, shore excursions, flowers, tailoring, and babysitting services.

Qualifications

1. Minimum of two (2) years of guest-facing service experience in a luxury environment, with a focus on concern resolution, concierge services, loyalty programs, or events programming.
2. Ability to speak English clearly, distinctly, and cordially with guests.
3. Ability to read and write English to understand and interpret written procedures, give and receive instructions, and effectively communicate with guests, supervisors, and co-workers.